Customer Support Representative

2 weeks ago

Waterloo, Canada opentext Full time

**OPENTEXT**
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

**YOUR IMPACT**

**WHAT THE ROLE OFFERS**
- Verification of product support and monitoring customer service portals to triage tickets accordingly
- Collaborate with internal teams to ensure customer satisfaction
- Working with new customers to ensure all accounts are correctly initiated and required content is available for easy access
- Providing highly effective, efficient and professional support to every OpenText customer who is looking for timely and quality resolutions
- Utilization of attention to detail while maintaining customer database

**WHAT YOU NEED TO SUCCEED**
- 2 -3 years previous experience in a customer facing fast paced environment
- Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
- Demonstrated ability to communicate in a clear and concise manner both verbally as well as written
- Positive attitude, patience, and understanding with the ability to view issues from a customer standpoint
- Dedication and commitment to a team environment
- Ability to multitask, dealing with multiple issues simultaneously
- Ability to work in a global environment that involves evening shifts and statutory holidays on a rotational basis
- German Language Proficiency (Written and Verbal)

**IHRE WIRKUNG**

Die Rolle des Kundenbetreuers ist die erste Anlaufstelle für alle OpenText-Kunden. Dieses Team hat die Verantwortung, die Voraussetzungen für alle anderen Bereiche des Kunden
- und technischen Supports zu schaffen, es ist die Grundlage für unsere Support-Teams, die einen erstklassigen Kundenservice per Telefon, E-Mail und Web-Chat bieten.

Als Mitglied der Abteilung Kundensupport sind Sie für die Anrufannahme, die Bearbeitung von E-Mails, die Erstellung von Wissensdatenbankkonten, die Ticketerstellung und die Nachverfolgung verantwortlich.

**WAS DIE ROLLE BIETET**
- Effiziente Beantwortung und Nachverfolgung aller Kundenanfragen, die per Telefon, E-Mail und Chat eingehen
- Verifizierung des Produktsupports und Überwachung von Kundenservice-Portalen, um Tickets entsprechend zu selektieren
- Zusammenarbeit mit internen Teams, um die Kundenzufriedenheit sicherzustellen
- Zusammenarbeit mit neuen Kunden, um sicherzustellen, dass alle Konten korrekt initiiert werden und die erforderlichen Inhalte für einen einfachen Zugriff verfügbar sind
- Bereitstellung von hocheffektivem, effizientem und professionellem Support für jeden OpenText-Kunden, der auf der Suche nach zeitnahen und qualitativ hochwertigen Lösungen ist
- Einsatz von Liebe zum Detail bei gleichzeitiger Pflege der Kundendatenbank

**WAS SIE BRAUCHEN, UM ERFOLGREICH ZU SEIN**
- 2 -3 Jahre Erfahrung in einem schnelllebigen Umfeld mit Kundenkontakt
- Starker Wunsch, außergewöhnlichen Kundensupport effizient mit einem hohen Fokus auf die Lösung beim ersten Anruf zu bieten
- Computerkenntnisse im Umgang mit Standard-Geschäftsanwendungen, einschließlich Microsoft Office
- Nachgewiesene Fähigkeit, sowohl mündlich als auch schriftlich klar und prägnant zu kommunizieren
- Positive Einstellung, Geduld und Verständnis mit der Fähigkeit, Probleme aus Kundensicht zu betrachten
- Hingabe und Engagement für ein Teamumfeld
- Fähigkeit zum Multitasking, d. h. zur gleichzeitigen Bearbeitung mehrerer Probleme
- Fähigkeit, in einem globalen Umfeld zu arbeiten, das Abendschichten und gesetzliche Feiertage auf Rotationsbasis beinhaltet
- Deutschkenntnisse in Wort und Schrift

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